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How to return your order via Self Arrange? (ENG)
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You can select the Self Arrange option to ship out your return parcel through a logistics provider of your choice. With this, the return shipping fee (RSF) will initially be shouldered by the buyer, and will be manually refunded once the return process is completed.
⚠️ Note • Please don't drop off your order at the SPX Express Drop-off point; it's only for Shopee Self Collect orders. This helps prevent missing returned items. If you want to return your order, choosDrop Off via J&T instead. • Make sure to ship out the item to return within 5 days. • Once the return/refund process is done, we'll manually refund the shouldered RSF. Please wait for an email from Shopee confirming the refund within 5-7 working days. If you don't get your RSF refund, reach out to Shopee Customer Service. • For Self-arranged parcels, Shopee can't track your shipment. You need to provide shipment proof to Shopee for it to be officially considered returned. Track your returned order using the provided Tracking Number on the websites below: • 2GO • For buyers using door-to-door couriers (e.g., Grab Express, Lalamove), coordinate with the seller for preferred shipping time due to limited operating hours. Shopee Warehouse receives until 3pm. Ensure the seller can receive the item. Failed deliveries will be returned to buyers. |
Return order via Self-Arrange
For Shopee Mall orders, during the request for Return/Refund, tap Shipping Option > Self Arrange > Confirm > Input Shipping Info > Ship.
For Non-Mall orders, wait for Shopee to notify you via email and in-app once the return request is accepted, tap Shipping Option > Self Arrange > Confirm > Input Shipping Info > Ship.
⚠️ Reminders Please do not use the following information for returning the order:
- Order tracking number (during the receiving of the order/ delivery)
- Order SN
Instead, upload your proof of return shipment to complete the process:
- Include the photo of the Request ID at the top part of the airwaybill (Please refer to A)
- Photo of the Parcel with the return label, and proof of shipment, and indicate the Request ID using a marker (Please refer to B)
- Failure to include your Request ID can result in lost parcels and cancellation of the refund request.
- You are responsible for submitting shipment proofs of the return to Shopee for it to be considered officially returned.
- Your Request ID can be found on the Return/Refund Details page.
Kindly coordinate closely with your chosen logistics provider for the return. You may submit the following supporting evidence in the Proof of Shipment, in case of disputes:
- Official proof of shipment with information such as delivery service, receipt number, sender/recipient names, contact number, and shipping address.
- Other evidence that shows an agreement was reached (especially if the buyer is returning using a non-traceable mailing option).
- Photos and/or videos showing the returned products and how it was packaged prior to shipment
Once you have provided the Shipping Info and your item is successfully returned, Shopee or seller will have 3 days to respond to your return and refund request. You will be informed via push notification whether your request is approved or if it will require further investigation.
⚠️ Note • All refunds, except Credit Card payments, will be credited to your ShopeePay account. Learn more about how to get your payments for approved refunds and SPayLater refunds. • For disputed cases where returns will be processed via Self Arrange, check your app and look for any updates from our Dispute agent. Learn more about Dispute Resolution and Shopee Resolution Centre. • If your return parcel lacks clear identifiers (like a Return Label or Request ID), we may contact you via SMS/phone call to identify it and help with your return request. Please provide accurate details to avoid cancellation of your return. |
Learn more about request for return and refund and conditions and Serviceable Areas for Returns via MLhuillier.
